Insights recipe: Tickets by agent by channel

Zendesk Explore, our new analytics software, is replacing Insights. Most customers who purchased Zendesk Support after July 2018, or have been migrated to Explore don’t have access to Insights. You can find Explore in the Zendesk product tray.

Skill Level : Easy, uses built-in metrics, no complex configuration

Time Required : 15 minutes

Ingredients :

• One Report

This recipe provides a quick way to see the number of tickets in your account broken down by the assigned agent and the channel the ticket was submitted via.

Creating the report

1. Click the Reporting icon ( ) in the sidebar, then select the Insights tab.
2. Click the GoodData link in the top right corner.
3. In the top menu, click Reports > Create Report .
4. Open the What menu and select "# Tickets".

   

5. Open the How menu and select "Ticket Assignee".
6. Click the "T" icon next to the attribute name.
7. Select "Ticket via" in the How menu. Click Done when finished.

   

8. You can also filter out tickets that do not have an assignee by selecting "Ticket Assignee" isn't "( empty value )" from the filter menu.

   

9. You will need to switch the report to a stacked bar chart.

   

10. Click on Show Configuration . Select "Metric Values" as the X Axis, "Ticket Assignee" as the Y Axis, and "Ticket Via" as the data series.

    

11. Under Advanced Configuration :
    • Check Values and Boxed .
    • Set the text to 11.
    • Uncheck Gridlines .

      

12. Click Create to give your report a title and save for later use.